Certification Preparation for Service Cloud Consultant (CRT-261) - SalesForce Actual Exam Questions
Last updated on May 01, 2026
[Case Management] Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views. Which Service Console productivity tool should a consultant recommend?
Run a macro on each case.
Use a mass Quick Action.
Use a keyboard shortcut.
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[Industry Knowledge] Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data. Which best practice should a consultant recommend?
Deduplicate the data before importing into Salesforce.
Import the records and create a Flow to change the data type.
Import the records and use Duplicate Management.
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[Interaction Channels] Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations. Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?
Focus on scalability for handling high inquiry volume.
Work on integrating with social media platforms.
Emphasize continuous monitoring of chat.
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[Industry Knowledge] Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?
Average Handle Time
Reduced Call Volume
Total Open Cases
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[Interaction Channels] Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window. What should a consultant recommend?
Ask the customer to send the PDF via email.
Use File Preview in the chat.
Download the PDFs from the chat.
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